Issue:

2FA Issue - Cannot verify with email

If you encounter difficulties receiving the 6-digit 2FA verification code via email, there is an alternative method to verify your account. 

What to do: 

1. Navigate to the Mobile App sign-in page and enter your email address and password as you normally would.
2. Upon being redirected to the verification page, you will be prompted to input a six-digit verification code.
3. Look for a button labeled "Verify Another Way" beneath the section where the verification code is requested.
4. Click this button and select "Text Message" from the available options. A six-digit verification code will then be sent to the phone number associated with your account.

Issue:

My package was delivered but I didn't receive notification from ButterflyMX

What to do:

This can happen for two main reasons:

1. Notification Settings: Your notifications may not be configured correctly. To check and enable them, please:
    
   • Open the ButterflyMX mobile app.
   • Navigate to Account (bottom right corner).
   • Select Activity & Messages under Preferences.
   • Ensure that either App Notifications or Emails are enabled.
      
2. Delivery Personnel Selection: Sometimes, delivery personnel do not select the recipient’s name when delivering multiple packages. This is common when multiple deliveries are made at once, and unfortunately, it’s something we cannot control.

For more information or further clarification, please contact your delivery company, as we only provide physical access to the package room.

Issue:

Removed and not listed in any buildings (No Access)

"I cannot access the mobile application because I was removed from the property."

What to do:

This happens when your account is no longer associated with a ButterflyMX-enabled property. If you believe this is an error and you still reside at a property utilizing our services, we recommend contacting your building management to clarify this issue.

Once you are re-added to the property, you shouldn't need to go through the registration process again, as the app should automatically log you back in.

Issue:

The Visitor Pass I issued is not working

What to do:

Please provide the following details to support@butterflymx.com to help us investigate further:

1. The name of the visitor pass you are trying to use.
2. The time period during which the pass is valid.
3. The specific device where you attempted to use the pass.
4. The approximate time you tried using the pass.

Any additional information or details you can share would be greatly appreciated. We’ll work to resolve this for you as soon as possible.

Issue:

Door is not visible in the app (Swipe-to-Open is disabled)

If you're unable to see a specific door in the mobile app, this is likely because this door is disabled in the access point settings at the Property Management level.

What to do:

The door that is not appearing in your ButterflyMX mobile app is due to the swipe-to-unlock feature being disabled for that particular access point.

1. If you believe you should have access to this Door/Access Point, please contact your property manager to assist further, as this is a setting they can enable on their end.